For changing the default preferences of tickets in an organization-wide way, follow the given steps:
- Open Agent Portal and click the Admin module.
- Select the Agent Portal menu under SETTINGS and choose the Tickets tab.
Following preferences can be changed.
|Sort Order||The default sorting order of updates shown on the ticket details page can be changed. It offers the latest on top or oldest on top.|
|Ticket Layout||Displays the tickets in card (default) or grid view.|
|Ticket View||Sets the view by which the tickets are displayed on the ticket list page. The default is All Tickets View.|
Note: Private views cannot be set as Org-wide default view.
|Ticket per Page Count||Displays the specific number of tickets in card/grid view on a single page. The default value is 15.|
In org-wide settings, agents can override their personal settings page based on their preference. If “inherit from global settings” is set, then org-wide settings will apply else agent personal preference will apply. For more details, refer to Personalizing agent portal settings.